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Keep up-to-date with all the latest news, articles, event and product updates posted on Developing Telecoms.
Subscribe to our FREE weekly email newsletters for the latest telecom info in developing and emerging markets globally.

Three contract wins and a new product launch before you go home for the weekend: … [visit site to read more]

This Industry Viewpoint was authored by Andy Burrell, Head of Portfolio Marketing, CNS Business Applications, Nokia

Before it was even available, Communication service providers (CSPs) crowned 5G as a game-changer for delivering a new network experience and new services to their customers. Praised for its ultra-low latency networks and high speeds, 5G would enable service providers to facilitate more than just connectivity. Some of the new services included offerings such as private wireless networks with industrial apps, dedicated 5G slices, new data insights and plug-and-play APIs — to name a few. … [visit site to read more]

Keep up-to-date with all the latest news, articles, event and product updates posted on Developing Telecoms.
Subscribe to our FREE weekly email newsletters for the latest telecom info in developing and emerging markets globally.

According to the CXPA (Customer Experience Professionals Association) October 4th, 2022 marked the ten-year anniversary of celebrating Customer Experience Day. The association implemented the CX Day to shine a light on the CX Professionals and the significance of the work they do. It is usually celebrated by various webinars for the CX representatives, offering a space to share ideas. A decade-long tradition proves the importance of carefully designed CX programs within almost any business organization out there. Therefore, to this day, every year on the first Tuesday in October, CX professionals around the globe celebrate CX Day by sharing their success stories and promoting great customer experience as the future of thriving business strategies.

But What is CX Exactly?

Customer Experience (CX) refers to everything related to a business that affects the feelings and perception of its customers, or users of the service in a broader sense. Harvard Business Review, for example, defined CX as “the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.” A significant number of prosperous brands we know and enjoy today have discovered that making the shift from a traditional product-oriented strategy to a more customer-centric culture distinguishes a good brand from a great one. Having our customers in the center of all company activities will move the company closer to an improved customer experience and delivering value which is in demand on the market. This mindset resulted in creating a strategic framework known as customer-centricity, which is now one of the fundamental terms in the CX world.

Our CX Dream Team

Following the market trends, and with a desire to further improve our service, Bicom Systems established its CX team in 2020 within the Customer Operations Department. The team now consists of three ladies, all dedicated to improving the customer-centric culture in our company. As this is one of the first CX teams in the region, our CX representatives did a lot of research on their own, acquired a small library about the profession, and attended various online trainings, webinars, and master classes – all with one goal in mind; to come up with a strategy which will make our partners’ experiences intentional and positive.

To align with the ultimate goal, the team implemented the following changes in the company during its relatively short time of existence:

• Implemented Survey Culture – after every Beta the team reaches out to its participants to give them a chance to comment and provide feedback regarding the product, documentation, and general experience.
• CSAT surveys are now available after every closed support ticket. It is important to point out that the CX team follows up on every negative review, with the hope to improve the service.
• A feedback channel is also available on the Support Portal, so partners can leave feedback whenever needed.
• An escalation procedure has been introduced, to prioritize urgent issues.
• The team also started working on the Customer Journey Map. This is one of the most important projects in the CX world. The map visually represents every interaction a customer has with the company, so these touch points can be improved over a period of time.
• Last but not least, is the customer-centric culture to which we aspire. Changing the general mindset and the culture is a lengthy process and not an easy one. However, this is precisely why every company should have a team committed to implementing small and big changes which ultimately affect the experience, and shift every procedure to a more customer-centric side.

Hopefully, we have convinced you to prioritize CX in your own area of work and start celebrating it as well. Happy CX Day!

P.S: If you want to know more about CX Day, you can follow this link. 

Three expansion projects on three continents worth keeping up with: … [visit site to read more]

The deadline for complying with the Indian government’s controversial new cybersecurity directives is likely to be extended, according to Indian media – though only for micro, small and medium enterprises (MSMEs) as well as small and medium enterprises (SMEs).

The Indian Computer Emergency Response Team (CERT-In)’s guidelines originally appeared in late April. They required all companies, intermediaries, data centres and government organisations to report any data breach to the government within six hours of becoming aware of it.

However, they also mandated virtual private network (VPN) service providers to maintain all the information they had gathered for five years and hand it over to the government as and when required. SMEs and MSMEs have to hold on to the data for three years.

As we have reported, citing security and privacy concerns, some VPN service providers such as ExpressVPN, Surfshark, and NordVPN have announced plans to stop offering their services in India.

The Minister of State for Electronics and IT Rajeev Chandrasekhar told India’s Economic Times: “We will not make SMEs or MSMEs bear the burden of this additional compliance until they are ready.” However, the ministry itself seems not to have been ready for the disruption the new ruling might cause. 

In fact this is the second extension in the compliance deadline for SMEs and MSMEs by the ministry. There was an extension in late June to September 25, after representations from SMEs, MSMEs, data centres, VPS, VPN, and cloud service providers that they needed more time to “build capacity”.

It seems, however, that some SMEs and MSMEs still lack the cost-effective human resources needed to comply with the cybersecurity rules. And of course maintaining data will add to their operational costs.

ESnet has launched the latest iteration of its next-generation network backbone. ESnet6 is the U.S. Department of Energy’s research & development network and is headquartered at Lawrence Berkeley National Laboratory. It connects up all the national laboratories, supercomputing centers, researches, and instruments, enabling the processing and sharing of massive data sets. … [visit site to read more]